Sorry to hear you're unhappy
If you're not happy with the service you receive, just follow these simple steps to let us know. It's very important to us that you get in touch if you do have a complaint so that we can improve our service to you and maintain our high standards.
- Raise your complaint with your case manager, assessor, account manager or your usual point of contact at Interserve. This can be in person, by phone or in writing.
- They will record your complaint via the online Customer Complaint Register
- Interserve Learning & Employment will write to you within five days, to let you know how we plan to investigate the issue.
- An Investigative Officer (IO) and senior manager, independent from all parties involved, will be assigned to you. Interviews and examining evidence will take place.
- A full written response will be provided within 15 working days of receipt of your complaint stating:
- that complaint is warranted (e.g. breach of conduct) and we have taken the appropriate measures e.g disciplinary action.
- or that following in-depth investigation, we have concluded that no malpractice occurred and explain how we reached the decision
- The letter will contain instructions on what to do next if you do not agree with decisions made or actions taken, advising how you can escalate your complaint.